I recently had an experience with a customer that has raised some
important issues. I am seeking advice and counsel from my fellow
Orchidians.
First off, I do not have a “brick and mortar” store. Being a
relative newcomer, I work in a studio at home. I have a line of
fine jewelry and I also do custom orders, either with my own things
or by taking an old piece and turning it into something the owner
will wear. I enjoy this very much AND it takes alot of time to work
with someone, create, review, revise. etc. Over time, I am learning
various ways to save time (by having the customer cut out photos of
what she likes from magazines etc) so that I can get a good idea of
what she likes.But no matter what, there is still alot of time
involved.
REcently, I brought my things over to a potential customer and her
husband (for the second time) because she called me and said she was
absolutely going to “do” something–ie have me make a variety of
things from my collection to expand the possibilities inherent in her
five-foot strand of 8mm pearls (breathtaking). Feeling horrified
(because she looks gorgeous in the pearls just the way they are),but
excited at the challenge, we set to work. I advised her about
practical considerations, gave reliable estimates of what things
would cost, reigned her in when she was keeling over the edge into
impossibly extravagant, advised her to perhaps do this project in
phases.
I sent the proposal. She called yesterday to say that she “isn’t
comfortable” spending money on herself so she is going to put this
"on hold".
I was frustrated and annoyed, to say the least. Now, I recognize that
people like to play with concepts, dream a little, and often find
gaps between what they Think something will cost and what is actually
does cost. I thought I took care of that during the meeting when they
asked for “ballpark” figures and I gave them what turned out to be
accurate assessments. They did not blanch or quiver when I told them.
They were asking for very high-end things and encouraged me to tell
them what I thought would be best. I described an “ultimate” idea
then gave them a scaled back idea so they could find a decent water
level for themselves. They are a very high income couple and the
husband was more than willing to get her what she wants.
Do you all charge for your time if someone does this (more than
once!) or do you just write it off as part of doing business? I know
you can and should build time into the ultimate cost of an item and,
in this case, I did that in the final bid. But in this case, I have
nothing to show for this effort. Do you all ask your customers what
their “budget” is for a certain project or do you allow them to say
it indirectly by offering choices in both 18K and 14K for instance,
or choices stones of varying degrees of expense etc?
Please advise.
Diana Widman
Birch Tree Studio